Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

• Engaging with senior area leaders to agree an area plan that reflects the needs of these stakeholders, with joint actions and investments, and defined outcomes. Delivery of these outcomes.
• Building business cases for change and feeding back to CE&S / CSS leadership and other groups potential improvements to support; driving to make the change happen
• With stakeholders, reviewing the performance of Support in the area to identify opportunities for increased engagement and enhanced performance. Agree joint actions with stakeholders to ensure clear accountability for improvement.
• Ensure consistent local awareness and consumption of CE&S / CSS offerings & services.
• Capturing and sharing insight, stories & feedback from customers and the field as well as delivery of insight on key topics to the field.
• Exceptionally, facilitating business escalations to successful conclusion while communicating effectively to stakeholders; being a key point of contact during crisis situations.
• Identifying and managing risks and issues in the Area

Qualifications

This role requires strong leadership skills, communication skills, strategic and critical thinking as well as good understanding of customer experience and customer journey including support. Successful candidates must demonstrate outstanding cross-group collaboration within Microsoft. This role also requires experience in dealing with Senior technical and business leaders.
• Strong relationship-building and organizational agility/navigation.
• Strong drive for results and proactive engagement – taking initiative to deliver outcomes.
• Independence & confidence – working alone in an area and being able to build relationships with senior leaders.
• Good business acumen and strong support knowledge: understanding what is really happening and being able to accurately diagnose situations.
• Good communication and organization skills
• Focus on customer impact and value; strategically focusing on the right approach and delivering good outcomes.
• Very strong influencing skills – working with areas and in CE&S / CSS
• Has worked in Services, CE&S or a field team e.g. CPE, SMC, GPS
• Is based in India
• 5+ years of professional experience in relationship /customer management roles
• Bachelor or advanced degree in business or equivalent work experience preferred

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.